There are several ways that you can report a repair to us directly:
- By phone - call us on 0345 521 1993
- By email - email us at hello@54northhomes.co.uk
- Self-service - By logging into your customer portal, you are able to raise your own repairs
It explains:
• How to report a repair
• What to do in an emergency
• What are considered to be emergency and non-emergency repairs
• What information we need from you to arrange your repairs quickly and efficiently
• What repairs you are responsible for yourself
If your repair is an emergency, please contact us by telephone on 0345 521 1993.
We've pulled together some of the most asked questions about repairs. Take a look below:
There are several ways that you can report a repair to us directly:
There are some basic repairs for which you are responsible and we expect you to do as part of the maintenance and upkeep of your home. Before reporting your repair take a minute to check whether the repair is your responsibility or ours.
We are responsible for:
You are responsible for:
Yes! We have the ability to make morning and afternoon appointments which we will endeavour to make at a time and date that is convenient to you and us.
We’ll ask you to pay for repairs that are not due to fair wear and tear, and usually relate to damage. These are classed as ‘rechargeable repairs’, applicable throughout your occupancy up the point that your tenancy ends. This is usually if you, your friends or family have caused accidental or deliberate damage to your home, or any communal areas arising from neglect of misuse.
We will repair the damage, but seek to recover the cost from you.
Examples of repairs that are rechargeable include, but are not limited to:
If you fix the damage yourself, but it’s not up to our standard we may also charge you for the costs of us putting it right.
Karbon Homes carry out day-to-day repairs on our behalf. Contractors deliver gas and electrical services, as well as planned maintenance and specialist services, such as larger structural repairs, pest control and drainage repairs.
From time to time, they may also help with other repairs if we see any spikes in demand. All of our colleagues and subcontractors carry ID and will show you it before they enter your home.
If you lose your key and call us to attend as an emergency repair visit, then you will be required to pay for the cost of gaining access, changing the lock and new keys. This is usually more than £100 – so please be careful with your keys!
Making sure you live in a well-maintained home is our priority, and we carry out repairs as quickly as we can.
How long it takes can depend on the type of repair you need and how much demand there is for that type of job at the moment, as your job will need to be allocated to an operative with the right skills.
For emergency repairs, we’ll aim to have someone out to your home within 24 hours. These repairs are when there is an immediate risk to someone’s health and safety or would lead to serious damage to your home or nearby properties. If for some reason it cannot be fixed at this time, we’ll explain why and talk through the options that are available
You can find out more in our repairs handbook at the top of the page.
We’ll aim to complete routine repairs within 20 working days. These are typically works that are not causing significant discomfort to customers or damaging your home. Examples of routine repairs include adjusting internal doors, replacing taps and minor joinery repairs.
Major repairs often involve work outside your home but can also include internal repairs. These are typically jobs that require multiple visits, a larger number of materials or a specialist sub-contractor. We’ll aim to complete these within 60 working days. Examples of planned repairs include replacement doors, fencing repairs and plastering.
Your message is important to us, we will be in touch shortly.
We will now review your application and endeavour to get back to you with a response as soon as possible.
A member of the team will get back to you within two business days.
If your message is regarding something urgent, please call 0800 5335 442.
Thank you.
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